Call Center, Training Specialist

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Care Call Center

JOB DESCRIPTION

Call Center, Training Specialist

Salary Grade: G09

Minimum Midpoint Maximum

$53,540 - $70,940 - $88,340

SUMMARY:

Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology. Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the internal intranets and training and knowledge base framework.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Work closely with subject matter experts to collect the information and details necessary for the full development of each document, and to test/verify the accuracy of the work to ensure procedures are properly and fully integrated into training materials

Maintains the technical aspect of all documents, including using styles and adhering to standards in templates and style guides

Delivers new hire and ongoing refresher training to the contact center

Conducts training and communications research, strategic planning and implementation, guidance, and support to line organizations and management

Reviews and analyzes CSU operations and quality assessment data, and works with the customer service leadership and other PNM departments to identify and describe immediate and long-term training needs

Reviews and analyzes new process changes, marketing programs and company initiatives to help design, create and initiate the most effective training needed.

Maintains and creates web pages and training applications as needed for new program information in SharePoint and designs the corresponding job aids for employee use on the customer service website.

Works on projects as needed that directly impact employee training, development and employee communications that affect the contact center.

Developments the cognitive, affective, and psychomotor learning objectives for courses.

Designs and implements the revision of training resources and materials, including instructor guides, presentation, and trainee materials.

Works with contact center leadership to plan, conduct, coordinate, and administer training classes, workshops, and seminars.

Works with subject matter experts to evaluate and select appropriate training media, define course content, and develop assessment tests.

Designs and implements procedures to evaluate progress and performance of trainees to determine the effectiveness of methods, materials, and courses in meeting training objectives.

Plans, schedules, and coordinates resources to ensure training services are delivered on schedule and within budget.

Maintains metrics, benchmarking and continuous process improvement reporting for call center development and training initiatives.

COMPETENCIES:

Demonstrated leadership skills with customer service, interpersonal communication skills, and the ability to coach and mentor others.

In depth knowledge and experience in the principles of adult instruction, cognitive learning, and applied learning theory.

In depth knowledge and understanding of customer service operations, systems, processes, procedures, and standards.

In depth knowledge of customer service processes, procedures, work instructions and programs.

In depth knowledge of company contacts as they are associated with customer service.

In depth working knowledge of the low-income programs, Energy Efficiency and all other marketing and company initiatives .

Experience using the principles of instructional system design for technical training applications; knowledge of psychometrically valid testing requirements.

Strong knowledge and technical skills in web application, web design and theory.

Ability to be highly creative and innovative in designing training in an effective and efficient manner.

Project management skills .

Excellent written and verbal communication skills.

Ability to manage, plan, and organize several concurrent complex activities under severe time constraints with limited supervision .

Action-oriented, detail-oriented, goal-oriented.

Ability to multi-task and effectively manage time in a dynamic environment.

Ability to maintain positive and productive working relationships with various individuals and groups.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor¿s degree in a related field with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Certified Technical Trainer qualification is preferred.

COMMUNICATION SKILLS:

Ability to effectively and clearly communicate to employees regarding process changes, new programs and provide clear understandable work instructions.

Ability to write reports, business correspondence, work instructions, job aides and procedure manuals.

Ability to write speeches and articles using original and innovative techniques.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to respond effectively to highly sensitive inquiries or complaints.

Ability to effectively give persuasive speeches and presentations on controversial or complex topics to various audiences.

Ability to speak clearly and persuasively in positive or negative situations.

Ability to effectively listen and get clarification to respond to a wide-range of questions.

Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to apply the concepts of fractions, percentages, ratios, and proportions to practical situations

Ability to compute rate, ratio, and percent

Ability to draw and interpret bar graphs

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

COMPUTER SKILLS:

Knowledge of word processing, spreadsheet, database, Microsoft Front Page, Sharepoint, Adobe Captivate, and presentation software

Working knowledge of web applications, design, and theory.

Working knowledge of Banner

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to identify and define problems and process breakdowns. Ability to collect data, establish facts, and draw valid and concrete conclusions that can be acted upon. Ability to apply creativity to problem solving and utilize analytic skills and modeling capabilities to provide ongoing insight into the business to make recommendations and decisions. Ability to apply common sense understanding to carry out detailed, but uninvolved, written, and oral instructions.

DECISION MAKING:

With guidance from Contact Center management, gathers information and assists with making decisions involving the definition and scope of projects, research methods used, and how to present information. Recommends changes in systems and procedures.

PHYSICAL DEMANDS:

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement:

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.